How 70% of e-commerce queries can be automated without losing the customer experience
Stock, order tracking, exchanges and returns: the four queries that overwhelm your team and that AI resolves in seconds, 24 hours a day.
If you review the conversations your store receives on any given day, you will notice a pattern: most of them are variations of the same four questions. Do you have it in stock? Where is my order? How do I make an exchange? How do I return a product?
These questions matter to the customer, but they are repetitive for your team. And they are exactly the ones a well-connected AI agent can resolve from start to finish.
The four queries that overwhelm your team
1. Availability and stock
The customer wants to know if the product is available, in which size or color, and whether they can pick it up in store. When the AI agent is connected to your catalog (Shopify, VTEX, Jumpseller, WooCommerce or another platform), it answers with real data instead of an “I will get back to you later.”
2. Order tracking
“Where is my order?” is the most frequent question after a purchase. With an integration to your OMS or courier, the agent checks the status using the order number or the customer’s email and answers instantly, at any hour.
3. Exchanges
Exchange policies usually come with conditions: time limits, product condition, proof of purchase. The agent explains the policy, checks whether the purchase qualifies and guides the customer step by step.
4. Returns
Just like with exchanges, the key is not leaving the customer halfway through. The agent can start the process, provide the shipping instructions and hand off to a person only when there is an exception.
Why the experience is not lost (and usually improves)
The most common fear about automation is that service will become cold or robotic. In practice, the opposite happens when it is done right:
- Immediate response, 24/7. Customers do not have to wait for business hours to find out where their purchase is.
- Consistent answers. The exchange policy is the same at 10 a.m. and at 11 p.m.
- Smart handoff. When a conversation requires human judgment, the agent hands it off with full context, so the customer does not have to repeat their case.
- More time for what matters. Your team stops copying and pasting shipping statuses and focuses on complex cases and on sales.
How to get started
- Measure. Export a month of conversations and classify them by reason. You will quickly see what percentage corresponds to these four queries.
- Connect your systems. Without real data (catalog, orders, courier), a bot can only give generic answers.
- Define handoff rules. Decide which cases should always reach a person.
- Iterate. Review unresolved conversations every week and adjust the agent’s instructions.
At Databot, we see that companies that follow this path resolve around 70% of their queries without human intervention, without sacrificing customer satisfaction.
Want to see what it would look like in your store? Book a demo and we will show you the agent working with your own cases.
